Michael Redbord ( @redbord ) is the General Manager of the Service Hub at HubSpot. Prior to that, Michael scaled the HubSpot Customer Support team from 20 people in a single office with single-language phone support to more than 200 people powering a global, multi-lingual, multi-channel support experience. In doing so, Michael turned HubSpot’s customer support team from a cost center to a profit center and one of HubSpot’s greatest engines of growth, with an unimaginable revenue retention rate of over 100%. Essentially, the revenue the sales and marketing teams generate is worth more because of the customer success team. Michael is a noted writer, speaker, and former competitive classical pianist — in case you’re looking for a conversation starter.

Questions During Podcast

What do you consider the biggest challenge for CMOs and marketers today?

How do marketing teams need to address these challenges?

How have you seen digital marketing or digital experiences evolve over your time at Hubspot?

What reports or data points or KPIs do you monitor in order to optimize?

What steps are you optimizing today?

What was one of your most successful moment? What do you brag about?

What is the toughest support case you had to battle while at Hubspot?

What did you learn from that and how do you avoid that from happening again?

How do you manage references and reviews?

Who or what do you listen to or read to get inspiration?

What do people ask your advice on?

If you didn’t have any responsibilities at home or work next week what would you do with your time?